2nd Line Engineer

Leidos, Inc.; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Contributory Pension Scheme

Private Medical Insurance

33 days Annual Leave (including public

Access to Flexible benefits (life/健康/健

Job summary

Leidos is seeking 2nd line engineers to support core IT systems. You will perform fault rectification, proactive maintenance and patch management across domains, ensuring high availability for a large user base.

The role involves coordinating with customers and resolver groups to close incidents within SLA/KPI targets. You will work with VMware/Hyper-V, Windows Server and Linux environments, and contribute to documentation, change requests, and infrastructure projects.

Qualifications

• Proven ability to troubleshoot incidents and perform fault rectification.
• Experience in patching and maintenance using WSUS/SCCM.
• Ability to create and update technical documentation.
• Strong communication with customers to meet SLA/KPI requirements.

Responsibilities

• Troubleshoot and rectify incidents, perform root cause analysis and provide technical solutions.
• Liaise with customers to ensure issues meet SLA/KPI targets.
• Maintain periodic maintenance and perform patch management across domains.
• Assist in installation, deployment and configuration of infrastructure components including virtual machines.
• Participate in projects and CRs as part of implementation and testing phases.
• Collaborate with resolver groups, vendors, and users to resolve complex problems.

Skills

Troubleshooting

Analytical thinking

Customer communication

Documentation

Problem solving

Teamwork

Education

ITIL Foundation or above

Tools

VMware

Hyper-V

Windows Server (2008-2022)

Linux (Ubuntu/CentOS)

SharePoint

MS SQL

SCCM/SCOM

PowerShell

Job description

2nd Line engineers provide a crucial Role in Core services, conducting Fault rectification of incidents and supporting Problem management, Continual Service Improvement (CSI), and Change Request (CR) work on operational essential IT Systems. Leidos 2nd line engineers conduct reactive and proactive maintenance on all systems that Leidos manage. These systems are highly utilised with a large number of active users, operating at varying security levels. 2nd line engineers are responsible for conducting advanced Troubleshooting, developing technical solutions to technical problems to complex issues. Liaising with customers to ensure all issue are dealt within SLA and KPI set down by the customer., SD+ Ticket resolutions - Utilising technical expertise to ensure Incidents are dealt with in a timely manner IAW with KPI/SLA. Maintenance - Responsible for completing the and recording Periodic maintenance of the system Utilising Periodic Preventative Maintenance (PPM). Patching - Utilising WSUS and SCCM to Patch all Domains that Leidos are responsible for. Patching consists of Microsoft and security updates to respond to vulnerabilities. Documentation -Maintain and create documentation of system configuration changes. As well as accurately recording work in SD Resource Movement .Assist in the configuration, installation, and deployment of infrastructure components, including virtual machines and UAD's. Participation in Projects- Engage in infrastructure-related projects, CR's contributing to implementation build, testing phases. Problem Resolution- Work with other resolver groups, original manufacturers, Users and suppliers to perform root cause analysis, providing technical solutions to complex problems.

• Have excellent knowledge and experience of UAD, Servers, Storage, Printer, Plotters and peripherals deployment, configuration and management in a secure environment.
• Have excellent knowledge of Virtualized Environments such as VMware and Hyper-V, with knowledge of VMware horizon being an advantage;

• Have excellent knowledge of Windows Server Environments, from Server 2008 - 2022, including OS build Windows 10 & 11, AD, DNS, DHCP and GPO from design to implementation and support;
• Have strong Linus system administration skills (Ubuntu / CentOS);
• Have good general knowledge of TCP/IP and networking technologies including load balancing and firewalls;
• Have good general knowledge of Microsoft stack technologies such as SharePoint, Skype for Business / Teams, MS SQL, MS System Centre, Office365, SCCM & SCOM, Power BI, MS Exchange & CLI tooling such as PowerShell;
• Have good general knowledge of SAN storage technologies;
• Have knowledge of 2 Factor-Authentication Technologies;
• Have some knowledge/ experience with scripting;
• Have excellent analysis and problem-solving skills, taking ownership of complex incidents ensuring these are resolved to the satisfaction of the customer;
• Possess excellent communication skills;
• Have experience of producing and updating technical documentation to a high standard;
• Have knowledge of SD+ ticketing system;
• Have ITIL3 or ITIL 4 at the Foundation level or above., Communications . Verbal, written including technical documentation.

Collaboration. Working with other SME, Users, Resolver groups to ensure efficiency. Adaptability and flexibility . Able to change focus under changing situations. Technical expertise . Ability to troubleshoot and fault rectification variety of issues. Attention to detail . Including written and work carried out. Customer service excellence. Teamwork. Build effective internal and external relationships.

Leidos UK & EUROPE - we work to make the world safer, healthier, and more efficient through technology, engineering and science. Leidos is a growing company delivering innovative technology and solutions focused on safeguarding critical capabilities and transformation in frontline services, our work in the United Kingdom includes addressing some of the most complex problems in defence, healthcare, government, safety and security, and transportation.

What Makes Us Different: Purpose: you can use your passion and abilities at Leidos to keep the people you care about safe. We are at the forefront of machine learning, AI, cyber security and solutions. Using your skills in the technology frontline by helping to build a safer world. You can inspire change. Collaboration: having flexibility to do your job is one of our core benefits, enabling you to become part of our extraordinary team. We have been empowering our people to work flexibly for years. Whether you work from home, the office or on customer sites, we will give you the digital tools and the flexibility to work smarter and align your needs and ours. People: Leidos empowers people from every background to be themselves and gives you the tools to learn new skills by enabling growth whilst developing. We believe that extraordinary people need opportunities to grow, to be inspired and to inspire others. At Leidos, we invest in technical academies, career rotations and a career development plans that enhance your future. If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com .

At Leidos we are PASSIONATE about customer success, UNITED as a team and INSPIRED to make a difference. We offer meaningful and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance. We provide an employment package that attracts, develops and retains only the best in talent.

Our reward scheme includes:

• Contributory Pension Scheme
• Private Medical Insurance
• 33 days Annual Leave (including public and privilege holidays)
• Access to Flexible benefits (including life assurance, health schemes, gym memberships, annual buy and sell holidays and a cycle to work scheme)
• Flexi-TIme
• Commitment to Diversity, Pay and benefits are fundamental to any career decision.
• That's why we craft compensation packages that reflect the importance of the work we do for our customers.
• Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement.
• More details are available at www.leidos.com/careers/pay-benefits .